Perform research activities to gather information on latest developments in technology for business improvements.
Maintain contacts with customers and user departments to collect feedback and requirements for improvements of existing services, and communicate progress.
Evaluate user requirements in coordination with vendors for systems analysts and programmers and conduct impact analysis.
Maintain an overall requirements profile, for future actions and plan the systems version accordingly in coordination with vendors and programmers.
Coordinate with technical and business staff from other government organizations for business analysis and systems support, as required.
Coordinate with the vendor development team and systems analysts for the implementation of the requirements.
Fully understand functionality of systems and be able to judge the impact of business requirements on the system design and architecture.
Conduct Work Flow Modelling and workshops using various BPM engines and mechanisms
Conduct Process Modelling techniques using various process modelling methodologies and the usage of Visio or any other process modelling tool
Provide business solutions by investigating without drastic impact on existing functionality of applications.
Evaluate RFP Responses and Vendor proposed solutions
Manage projects pertaining to applications development, enhancement and maintenance.
Use MS Project or any other planning tool for activity planning.
Manage Application Support Team and ensure all obstacles hindering the team from performing highly are eliminated.
Evaluate bugs severity, user requirements of immediate actions and future systems improvements.
Maintain up-to-date information about all applications, including their platform, technology, servers’ details, support contract vendor and details, and ensure their information is maintained in the System Architect tool.
Create, modify and maintain Application Support Process based changing business requirements.
Handle internal users and customers with professional skills to achieve high level of satisfaction for IT services.
Ensure that the software systems are running smoothly, without any interruption and issues are reported to the development team for resolution.
Classify and categorize requests for bugs fixing and prioritize action.
Manage Applications Support and Maintenance contracts.
Supervise the Applications Support and Maintenance contracts RFP’s from creation up to RFP floating, proposals evaluations and contracts award.
Assist other project managers in Corporate IT and Agency IT in ensuring that their projects cover applications maintenance and support post project closure and applications implementation.
Maintain and update Application Maintenance and Support standard template based on new requirements and emerging situations.
Manage vendors and monitor and report on application SLAs.
Assess and approve standard and non-standard software requests made by RTA staff based on business requirements.
Perform other responsibilities associated with this position as appropriate.
Skills
Bachelors Degree in Computer Science or IT from a recognized university.
6 years of working experience out of which 3 years in systems/applications implementation, maintenance and support.
Excellent understanding of Software Development Life Cycle (SDLC).
Excellent knowledge in the basics of applications logic & design.
Ability to conduct 1st and 2nd level support for applications.
Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
Computer-literate performer with extensive software proficiency covering wide variety of applications.
Exceptional listener and communicator who effectively conveys information verbally and in writing.
Resourceful team player who excels at building trusting relationships with customers and colleagues.
Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.
Innovative problem-solver who can generate workable solutions and resolve complaints.
Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards.
Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
Education
Bachelors Degree in Computer Science or IT from a recognized university
